Change welcome message on MS Teams Now Virtual Agent bot

ayman_h · ‎02-22-2022

Hi,

We have successfully integrated the Now Virtual Agent MS Teams bot. When a user installs the bot, they get a welcome message on their MS Teams instance saying 'Welcome to Now Virtual Agent....' including the Help commands.

Any idea how we can update this welcome message? I have looked into Message content and sys_notification tables but wasn't be able to find anything related to these message

Regards,

Ayman

Joel Dias · ‎02-25-2022

Hello,

The settings are in the sys_cs_provider_application table for your integration.
You need to open the correct channel identity. The messages used are "msteams_welcome_part1_msg" and "msteams_welcome_part1_msg".

For the commands displayed in the help, you can exclude the channel for each command in the integration configuration (Messaging Apps Integation module).

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chuckn · ‎06-07-2023

Nope. At least at the time there was no option/control for that. Not sure if anything has changed since then.

Kavita Kulkarn1 · ‎06-07-2023

Thanks for the response @chuckn .

In our scenario, customer is going live with Teams integration only for subset of employees at this time (limited to certain countries) but this welcome message will be sent to everyone as soon as app becomes available (As of now Teams admin has added only limited set of users to app). This will create confusion within employees.

We are planning to test by disabling 'Automatically link ServiceNow user profiles' flag. Let's see if that helps.

ayman_h · ‎06-07-2023

You can change the 1st and 2nd lines of the welcome message using the configuration above but yes there was no control over the rest of the messages. They were embedded in a system topic that wasn't editable and something that the ServiceNow Hi Support could help with. Hopefully, in future versions there will be more control over it

Kavita Kulkarn1 · ‎06-07-2023

It seems we are settling on configuring better welcome message. Any idea from which topic the first and 2nd lines (msteams_welcome_part1_msg, msteams_welcome_part2_msg) get called from? I don't see they are getting called from Dynamic Greeting Topic.

Joel Dias · ‎06-07-2023

I think it is:

1. va_teams_adapter_link_account_action Action in flow editor

2. sn_va_teams.MSTeamsAdapterConstants script include

Both are read only so my best guess would be to copy va_teams_adapter_link_account_action, customize your message and set the new action in "VA Teams Adapter Provider" on the "sys_cs_provider" table (Link account action field).

You will of course need to copy SN updates from OOB to you custom action when you upgrade Servicenow.